Tier 1 or Technician

Position: Tier 1 or 2 Technician
Description

Provides a critical role in the company as part of the IT Help Desk to ensure that all end users are able to perform their jobs at peak performance levels. This role provides basic IT support to a large group of users both locally as well as in remote locations. Essential business operations depend on a high level of support and this position is a critical part of this support system.
Supervision

The employee in this position reports to the Help Desk Manager and does not supervise other employees.

Requirements

Responsibilities

• Handle Help Desk support requests (phone calls or email) and provide basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
• Ticket routing and escalation to Level 2 and Level 3 support or to IT applications support or call for outside vendor maintenance, as needed.
• Gather and analyze information about the user's issue and determine the best way to resolve their problem.
• Provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented and/or scripted or automated.
• Contributes to self-help knowledge base and documents typical requests and incidents, resolutions, and work-around procedures.
• Other duties as assigned

Knowledge, Skills & Abilities

• Excellent interpersonal skills as well as phone and email etiquette
• Maintain constant attention to detail
• Analytical mind and problem-solving aptitude
• Good working knowledge of basic desktop software applications
• Ability to load and troubleshoot various software and hardware systems
• General knowledge of networking concepts as they apply in a dispersed business environment

Conditions of Employment

• High school diploma or GED equivalent
• Associate's degree in computer science or a related area preferred
• Successfully pass a pre-employment drug test

Work Schedule

Must adhere to a flexible schedule that would allow you to work an assortment of days, evenings and/or weekends in order to meet stringent project timelines and provide quality products and services.
Physical Demands and Working Environment

The physical demands described herein are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Tier 1 Support Technician is frequently required to sit or stand for long periods of time;

use keyboard and mouse; talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.